Quality Assurance Lead, Oura
Member Experience
$77-116k
+ Equity Package
More information about location
Health monitoring smart ring
Open for applications
Health monitoring smart ring
501-1000 employees
Open for applications
$77-116k
+ Equity Package
More information about location
501-1000 employees
Company mission
Oura's mission is to make health a daily practice.
Role
Who you are
- 1+ year of experience in customer support with 4+ years in a QA position, and ideally in a fast-paced startup environment
- Experience with chat and phone support channels and creating white glove support experiences
- 3+ years of experience collecting, analyzing, and visualizing customer support data to provide data-driven insights and recommendations for internal stakeholders
- Strong interpersonal communication skills and ability to build relationships with cross-functional stakeholders
- A proven track record of high performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems
- Ability to remain calm and effective under pressure
- Ability to navigate many systems and tools and understand how they work together
- Experience using Zendesk, Slack, Google Suite, Jira, Confluence, MaestroQA, or other QA software
- Project management experience (ideally in process improvement)
- Completion of any Coaching or Quality Assurance course is a plus
- Experience in Membership or Healthcare business environment is a plus
What the job involves
- We’re looking for an enthusiastic, detail-oriented Quality Assurance Lead to join our Member Experience department
- You’ll drive forward QA initiatives, ensuring that Managers, Member Care Representatives, and partners receive specific and actionable feedback
- You’ll also collaborate closely with our Content, Training, IT, Partner Operations, and other MX teams to improve member experience, training, content, processes, and systems based on QA insights and other performance data
- Write QA proposals and provide useful, actionable insights to the business by performing routine data analysis and reporting using data visualization tools and intermediate to sophisticated spreadsheet functions
- Monitor quality metrics and CSAT of assigned BPO partners. Collaborate with their QA Teams and Partner Operations specialists to improve performance and meet the established KPIs
- Represent QA in WBRs, MBRs, and internal meetings, ensuring that QA addresses feedback or changes required in the QA program, Content, or MX Processes and Systems
- Help scale the QA Program through reporting, process, system improvements, and expansion to new support channels, as well as business areas
- Review daily queues of tickets from the assigned Member Care Representatives and score them based on a set of criteria
- Learn, utilize, troubleshoot, and multitask across various tools to research and review policies, processes, and systems while evaluating tickets to provide the best guidance for Member Care Specialists, Content, QA Analysts, and IT
- Work independently, effectively prioritize, and manage your time to ensure you review the necessary number of tickets daily and drive the assigned QA projects/ initiatives forward
- Onboard, answer questions, and monitor the development of newly hired QA specialists, Member Care Specialists, or Contractors through careful analysis of progress metrics and direct collaboration with MX and QA Managers
- Organize and facilitate weekly QA calibrations and complete GraderQA assignments to ensure QA alignment with the Partner and development of QA Teams
- Communicate effectively with the QA team and other stakeholders to identify customer pain points and propose solutions to processes, systems, policies, and member experience for improvement
- Act as an SME of QA and MX processes & systems
Our take
As smart watches with health and wellbeing monitoring functions are now an everyday norm, Oura is offering similar wearable technology with its series of rings. It’s one of a number of companies gaining serious traction in the market, along with the likes of Circular and Movano.
The company gained an early profile after its collaboration with Gucci which created mainstream publicity and may have given it a leg up on the competition. With the smart ring market forecast to keep growing, Oura certainly finds itself in a promising position as it moves to build out its operations and refine the product.
The bottom line for Oura will be customer satisfaction and demand, which does make its mixed reviews so far a little troubling. That said, the announcement of its new "Circles" social feature, on top of an integration with InsideTracker and acquisition of "wave to pay" company Proxy, all look set to increase the functionality of the ring and could well win more consumers over.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2024
$125m
SERIES D
Nov 2024
$75m
SERIES D
Total funding: $354.2m
Company benefits
- Beautiful workspaces in San Francisco by Pier 31, Oulu and Helsinki (Finland)
- Amazing culture of collaborative and passionate coworkers
- Wellness benefits
- An Oura Ring of your own
- Personal learning & development budget of 750 USD/EUR
- Unlimited course offerings from Coursera
- Five (5) total days of work time to devote to employee development training
- Equity
- Health, dental, and vision insurance
- 20 days of PTO
Company HQ
Linnanmaa, Oulu
Leadership
Tom Hale
(CEO, Not Founder)Seasoned senior board member and advisor at multiple high growth companies including Cars.com, Volara, and HomeAway.
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